When all your WhatsApp chats live on one employee's phone, conversations get lost the moment that person is busy or away. The shared inbox puts your whole team on one business number — each with their own login — so nothing slips through the cracks.
What the shared inbox gives you
- Multi-agent access — your team works the same number from their own accounts.
- Assignment — every chat can have an owner, so there's no "I thought you had it".
- Labels — organise conversations by stage, topic, or priority.
- Contact context — see history and details next to the chat, so agents never ask twice.
Working a conversation
- Open Inbox from the navigation.
- Select a conversation to read the full thread and contact details.
- Assign it to yourself or a teammate so ownership is clear.
- Add labels to triage (e.g. "new lead", "support", "VIP").
- Reply. Remember the 24-hour window rule below.
⏱️ The 24-hour window: after a customer messages you, you can send free-form replies for 24 hours. Outside that window you must restart the conversation with an approved template.
Bot-to-human handoff
If you run a chatbot flow, conversations it can't resolve are handed to the inbox with the full transcript attached. The agent picks up exactly where the bot left off — instant context, no repetition.
Faster replies, happier customers
- Set a response target (an SLA) and use labels to surface what's waiting.
- Let the bot handle FAQs so agents focus on real conversations.
- Keep contact records updated so the next agent has context.
One number, your whole team. The goal is simple: every customer message gets seen, owned, and answered.
Frequently asked
Can managers see all chats? Team members share the workspace, so conversations on the business number are visible to the team per your permissions.
Do replies count against any limit? Replies inside the 24-hour service window are conversational and don't consume your campaign/template quotas.